Scales used in the study
| Constructs | Affirmatives | Source |
|---|---|---|
| Loyalty | The next time I buy a new vehicle it will be the same brand (assembler). I would recommend to friends to purchase a vehicle of this brand (assembler) | Urdan and Zuñiga (2001) |
| WTP | I’m likely to pay a little more for my car maintenance services. The price of maintenance services is not an important factor in the decision to purchase vehicles of this brand. If service prices rose by around 10% I would probably continue to use vehicles of this brand. I am willing to pay more for the review services of this brand | Jones et al. (2008) |
| Satisfaction | Considering the whole I was satisfied with the services of the dealership. The services of the dealership met my expectations. The dealership’s services were close to ideal. Overall, how satisfied are you with the services of the dealership | Homburg et al. (2005) |
| Reputation | The brand of car I use is dependable. The car maker that produces my car is known for producing high quality vehicles. The dealership where I drive my car has a reputation for providing high quality services | Purohit and Srivastava (2001) |
| Involvement | I choose my cars carefully. Which car I’m going to buy is very interesting for me. Choosing the car is an important decision for me | Laurent and Kapferer (1985) |
| Constructs | Affirmatives | Source |
|---|---|---|
| Loyalty | The next time I buy a new vehicle it will be the same brand (assembler). | |
| WTP | I’m likely to pay a little more for my car maintenance services. | |
| Satisfaction | Considering the whole I was satisfied with the services of the dealership. | |
| Reputation | The brand of car I use is dependable. | |
| Involvement | I choose my cars carefully. |